Why this opportunity exists⌗
As our Head of Customer Success, your mission will be to make sure that our successful subscribers are becoming more successful and to empower the others to achieve the same. To achieve that, you will reverse-engineer our successful subscribers and listen & reflect on what our customers are struggling with. Based on that you define and further develop ground-breaking processes, automations, and resources for our customers to make them more successful. You develop and implement the customer success strategy based on stakeholder feedback and business requirements. You define goals, roadmaps, tools, direct future growth and monitor KPIs in order to deliver the best experience to customers. You will lead & grow the remote-first CS team, plan for resources, ensure execution, and improve our mechanisms to agree on priorities and daily tasks. You will become part of the leadership team with the responsibility for customer success and provide input into overall strategies on how to take the company to the next level.
• Be part of the leadership team with a focus on customer success and provide input into strategies on how to take the company to the next level • Designing, executing and challenging the overall customer success strategy of the company and drive KPIs to deliver the best possible customer acquisition • Lead & grow our 8-people remote-first customer success team; plan for resources, ensure execution • Reduce churn rate • Obsessed about numbers and quantitative analysis • Obsessed with impact - whatever that makes your customers successful with the product • Process excellence, documentation excellence, discipline • Conduct A/B tests and establish excellence in delivering value • Improve mechanisms to agree on priorities and daily tasks of the CS team • Communicate the CS-strategy to stakeholders • Impact an untapped market and experience the development of a truly innovative product and company • Research and establish customer success best practices and trends in the organization
Additional requirements (other than skills)⌗
• You have proven experience, especially as a customer success manager for a SaaS product — you dream about churn, stickiness, effective onboarding, NPS, and rapid prototyping. • Be an effective leader and help develop the team’s skills and experience • Exceptional analytical skills with strong attention to detail • Strong Project management skills: You plan, implement and control major projects • Excellent communication skills, leadership and organizational abilities • Hands-on mentality, street-smartness, can-do mindset • Reflection on key projects to maximize organizational learning • Strategic thinking, problem-solving, can-do aptitude: turn the why into the what&how • You understand budgets, business-plans, OKRs, ie. how to ship on time at cost in a startup mindset: achieve a lot with less. • You are accountable that the team works on the RIGHT thing with laser-focus • You genuinely enjoy working with people and help them to develop further • You are curious, enjoy learning new things, compete with yourself and operate in English • You have remote working experience
English - fully-fluent About the organization(s)⌗
• PASSION.io helps people to make their dreams a reality by learning the skills from successful people. We call these successful people “experts” and by 2022, 30,000 experts will have helped 10,000,000 people. Our mission is to empower these experts to achieve that by providing the platform (SaaS) to turn skills into mobile apps and we give them everything they need to run a successful online business from concept to monthly payout cheque. We are an international remote team with the majority of our business in the US.
• Steep learning curve: Expect the steepest learning curve you have ever experienced - we are building a playground at passion.io to become the best version of ourselves. Meet and work with successful people worldwide to learn their success secrets. You’ll receive an educational budget to spend on resources, books, and conferences to constantly learn and become better in what you love doing. • Value-based company: Be part of an open, honest, creative, and results-driven environment where your opinion is highly valued. We want to change the planet for the better by providing value to others. • High-growth environment: You will be part of a strongly growing company with the opportunity to develop into a key contributor with incomparable responsibilities. • Personal and professional development: You will tackle projects across departments and thereby gain a top-notch tool box to succeed in tackling bigger and bigger challenges. • Autonomy / entrepreneurial work-style: You will only be measured by the results you produce and are in the driver’s seat, with full flexibility. • Remoteness and flexibility: You will join our truly international remote team from over 10 nationalities and work from anywhere you wish. We are remote since 2018 and do intensive social gatherings in person every quarter — usually in a cool wedding venue somewhere on our planet.